Summary
Overview
Work History
Skills
Software
References
Timeline
Generic

Akhona Mbothwe

Customer Relationship -Casino
Pinetown,KZN

Summary

A professional Training Specialist, with strong background in training and development. I have 16 years of experience in the casino and hotel hospitality industry, I have honed my skills in managing service-oriented staff, adept at designing and implementing effective training programs. My passion lies in developing others and contributing to an organization's success. Skilled in curriculum development, instructional design, and leveraging technology to enhance learning experiences. My extensive background in training has fueled my commitment to elevating service standards and cultivating a 'Can do' attitude. Thriving on independence, I am eager to apply my skills to innovate ways that enhance service delivery with a positive attitude.


Overview

19
19
years of professional experience

Work History

Casino Gaming Ambassador

Sibaya Casino and Entertainment Kingdom
03.2017 - Current
  • Managing staff learning needs with a special focus on the operation of the Casino’s high-end gaming area and 5-star Royal Sibaya Hotel, ensuring consistent levels of personalized service and adherence to standard operating procedures in the Casino and Hotel VIP area to maintain quality service standards.
  • Develop synergy with other departments and managers to achieve consistent standards of customer service, and provide our guests with positive experiences.
  • Maintaining consistency in communication with management to create a collaborative training plan.
  • Managing department training budgets.
  • Develop effective performance objectives for employees through collaboration with department managers.
  • Relationship Management.
  • Managing the growing needs for training and development of new and existing staff.
  • Develop quality control measures for the hotel concierge, and the tool to measure successful implementation.
  • Ensure the guest services processes in the hotel are streamlined and reviewed regularly.
  • Communicate and regularly update other departments about standard operating procedures in the high-end gaming area, and drive the maintenance of these standards. Create synergy with other departments within the organization to achieve maximum goals.
  • Review service standards across other operational functions, and recommend improvements to suit guest needs, to enhance the customer experience.
  • Administration
  • Managing and reporting to the Gaming Manager on the training budgets, in line with the organization’s strategy.
  • Regularly updating SOPs according to business demands, and making them available to all department heads.
  • Filing and recording keeping of staff training achievements.
  • Reports
  • Monthly feedback and reporting to management about all the departments' learning and development needs, as well as structuring a monthly calendar for scheduled training.
  • Providing feedback about staff who have completed orientation onboarding.

VIP Casino Host

Suncoast Casino and Entertainment World
06.2009 - 02.2017
  • A custodian for ensuring a personalized service experience in the casino gaming environment.
  • Employ marketing efforts, such as brand alliances, to grow our casino and hotels to become a preferred hospitality and entertainment destination.
  • Maintain monthly reports of portfolio interactions, activities of all patrons on the VIP database as a KPI measure, and report back to management.
  • Extend complimentary benefits to customers aligned with budgets in the interest of driving loyalty, repeat visits, and increased revenues.
  • Provide efficient service to clients by maintaining open communication through a company cell phone, creating a friendly and welcoming hospitality environment, and ensuring their needs are met, while addressing any issues promptly.
  • Maintained and developed positive, friendly relationships with gaming customers by assisting guests with VIP requests and amenities and issuing comps.
  • Managed casino reservations for VIP customers, streamlining their visit experience from arrival to departure.
  • Achieved gaming revenue of R24 million in 2014 with a portfolio of 321 hosted guests by effectively reactivating, developing, and maintaining customers.
  • Ensure VIP customers enjoy international levels of service.
  • Analyzed player trends and preferences to better tailor offers and incentives that catered to individual tastes.
  • Maximized casino revenue by monitoring player gaming activities and identifying potential high-value players.
  • Implemented tailored rewards programs for VIP players, resulting in increased visit frequency and casino spend.
  • Collaborated with over six departments to resolve customer complaints and issues to guarantee seamless satisfaction, boosting customer satisfaction ratings by 84%.
  • Played an integral role in driving repeat business by promoting upcoming events or attractions specific to each guest''s interests.
  • Assisted in resolving guest disputes professionally, ensuring timely resolution and preserving customer satisfaction levels.
  • Developed marketing plans to boost customer loyalty and enhance customer satisfaction.
  • Maintained accurate records of player information, enabling targeted marketing efforts for relevant promotions and offers.
  • Structured time to visit with supervisors in slots, table games, and food and beverage areas to mitigate problems or issues involving VIP players.
  • Informed guests of events and promotions by assisting the marketing department with updating Facebook, Twitter, and Instagram social media pages.
  • Utilized knowledge of gaming regulations to ensure compliance at all times while maintaining a welcoming environment for guests.
  • Showcased expert knowledge of casino offerings, guiding guests towards games and experiences that aligned with their preferences.
  • Enhanced communication between shift changes by providing thorough updates on important player activity or issues requiring attention during handoff periods.
  • Collaborated with cross-functional teams to enhance the overall guest experience at the casino property.
  • Consistently achieved sales targets by utilizing strong interpersonal skills to upsell casino services and events to potential players.
  • Planned and executed promotions and VIP events, tournaments and other special functions to develop and maintain guest loyalty and incremental visitation.
  • Devoted significant time being visible and available on casino floor to meet and greet guests during individual visits and special events.
  • Developed one-on-one relationships with premium players and provided exceptional guest service to cultivate and maintain VIP relationships.
  • Cultivated an extensive network of contacts within the industry, leveraging these connections to provide unique opportunities for valued clients.
  • Increased player loyalty by developing personalized relationships and providing exceptional guest service.
  • Provided superior customer service through active listening and empathy, creating strong rapport with guests while addressing their needs effectively.

Franchise Dealer Assistant

Nashua Mobile Telecommunications
11.2006 - 05.2009
  • Responsible for onboarding training Sales Consultants for Franchise Dealers of a telecommunications company
  • Booking existing staff for mandatory courses aligned to Vodacom, MTN, and CellC based on the roles in the business.
  • Updating retail store point of sale materials and store advertising.
  • Recruitment of new staff members.
  • Managing a team of 11 employees of different roles.
  • Handling and dealing with customer queries and disputes.

Skills

Customer relationship management

Software

Sales Force (Casino CRM software)

Power BI (Casino Data Analysis Tool)

Targeted Selection (Recruitment Tool)

References

Sunashan Naidoo - Tsogo Sun

Group VIP Manager

+27 82857 0335


Camngco Salman - Sun International

Gaming Manager

+27 73 274 8235

Timeline

Casino Gaming Ambassador

Sibaya Casino and Entertainment Kingdom
03.2017 - Current

VIP Casino Host

Suncoast Casino and Entertainment World
06.2009 - 02.2017

Franchise Dealer Assistant

Nashua Mobile Telecommunications
11.2006 - 05.2009

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Akhona MbothweCustomer Relationship -Casino